Online or On-site

Customer Service Excellence

Equip your frontline staff with the skills to deliver exceptional customer experiences and strengthen your organization’s reputation.

Arjo Bhhaumik
Arjo Bhhaumik, Senior Trainer and Consultant
@ Aeroclass

Language: English
Category: Customer Experience, Airlines, Airports
Duration: 2 days
Customer Service Excellence

Course description

Delivering outstanding customer service is no longer optional - it’s a defining factor for success in today’s aviation and service industries. This training is designed to help frontline employees develop the skills, mindset, and confidence needed to create a quality experience for every customer interaction.


Participants will explore techniques for effective communication, emotional intelligence, and problem-solving when dealing with passengers and colleagues. The course emphasizes professionalism, adaptability, and teamwork while fostering a service-oriented culture that enhances customer loyalty and organizational performance.


By applying the lessons learned, participants will be able to strengthen their organization’s image, improve relationships across departments, and contribute to lasting customer satisfaction and retention.


Learning outcomes

At the end of this class, participants will be equipped to:


  1. Apply key principles of customer service excellence in daily interactions
  2. Communicate effectively and manage customer expectations under pressure
  3. Demonstrate empathy, emotional control, and professionalism in challenging situations
  4. Collaborate across departments to ensure a seamless customer experience
  5. Contribute to a positive organizational culture that values service quality



Who should attend

  1. Frontline and Ground Handling Staff
  2. Passenger Service Agents and Cabin Crew
  3. Customer Experience and Relations Teams
  4. Supervisors and Team Leaders in Customer-Facing Roles
  5. Airport and Airline Operations Staff

Meet your instructor

Arjo Bhhaumik

Arjo Bhhaumik

Senior Trainer and Consultant

Arjo Bhaumik is a seasoned professional with a remarkable career spanning over three decades in the hospitality and aviation industries. With a passion for training and a strong focus on safety management, customer service, and human factors, Arjo has made significant contributions to various renowned airlines and hotel establishments worldwide.


Arjo's journey began in Delhi, India, where he completed his initial schooling before venturing to the United Kingdom to pursue Hotel Management. During his time in the UK, he underwent rigorous training, gaining valuable insights into front office operations, housekeeping, food and beverage services, and management roles at prestigious venues such as Park Lane Hotel, THF, and Hilton on the Park.


After honing his skills in the hotel industry, Arjo returned to Delhi and joined the esteemed Hyatt Hotel, where he took on responsibilities in Front Office Management. However, his career would soon take flight when he seized an opportunity to work as cabin crew for Pan Am, a leading multinational airline. This experience exposed him to a diverse cultural environment and further fuelled his passion for the aviation industry.


Arjo's ambition led him to join Emirates Airlines, a world-renowned carrier known for its exceptional service and safety standards. Over the years, he steadily climbed the ranks, becoming a Cabin Manager and ultimately a Training Specialist. With a wealth of knowledge gained from more than 30 years of managerial experience onboard flights, Arjo excelled in analysing, mentoring, and conducting performance appraisals based on human performance.


During his tenure at Emirates, Arjo discovered his true calling - training. Recognizing the importance of continuous education, he pursued a Masters in Aviation Management in Australia, specializing in Human Factors. Additionally, he obtained a Diploma in Aviation Security and various Train-the-Trainer certifications. This relentless pursuit of knowledge enabled him to deliver top-tier training programs to aircrews from over 150 different nationalities, covering a wide range of subjects such as safety, performance development, competencies, evaluations, and assessments.


Arjo's expertise in training extended beyond Emirates, as he actively contributed to the development of crew members for other prominent airlines, including Etihad Airline, Qatar Airline, Air Arabia, Fly Dubai, and the Nigerian Presidential fleet. His commitment to excellence and high standards in training made a significant impact on the success of these organizations.

In conclusion, Arjo Bhaumik's career is a testament to his dedication and passion for training, safety management, and human factors in the aviation industry. With a unique blend of experience in both the hotel and aviation sectors, Arjo brings a comprehensive understanding of the intricacies of performance-driven organizations. His exceptional skills in training and keen eye for identifying training needs make him an invaluable asset to any organization seeking to excel in a dynamic and competitive environment.

Read more

Why you should attend?

Exceptional customer service is the foundation of a strong and trusted brand. In an increasingly competitive industry, the ability to deliver personalized, professional, and memorable experiences sets your organization apart.


This training will help your team master the skills and behaviors that drive customer satisfaction, teamwork, and loyalty. By improving communication, empathy, and problem-solving, your staff will enhance both the passenger journey and the overall performance of your organization.


Related Online Courses You Might Like

Aeroclass offers online courses from leading industry professionals. Learn anytime, anywhere, and master practical skills to advance your career.

Safety Investigation Report Writing
  • Video Course
Course
€99.00
included with subscription
Deborah Lawrie
Expert in Aviation Safety Investigations

Writing a safety investigation report is a key element of the investigation process. No matter how much time, effort or funding has gone into an investigation a poorly written report will devalue the entire investigation process.

Read more
Airlines
Airports
Safety & Quality
Human Factors in Airport Operations
  • Online or On-site
Class
Tailored offer
Laurence Graham
Senior Aviation Executive and Global Safety Leader

Explore how people, technology, and organizations interact in airport operations. Learn to manage error, fatigue, decision-making, and leadership to strengthen safety.

Read more
Airports
Safety & Quality
Airport & Ground Operations
Product and Service Auditing - Planning
  • Microlearning
Microlearning
Brendan Noonan
Strategic Leadership Consultant

This video is part of a series of microlearning courses aiming to provide insights into specific topics.

Read more
Customer Experience
Airline Management & Operations
Airline Customer Journey: Digital & Physical Touchpoints
  • Microlearning
Microlearning
Jörg Troester
Head of Corporate Strategy

This video is part of a series of microlearning courses aiming to provide insights into specific topics.

Read more
Customer Experience
What is CRM? Why Do Companies Need It?
  • Microlearning
Microlearning
Jörg Troester
Head of Corporate Strategy

This video is part of a series of microlearning courses aiming to provide insights into specific topics.

Read more
Customer Experience
The Flightpath to a Greener Industry: Environmental Challenges & Initiatives in Aviation
  • Video Course
Course
€99.00
included with subscription
Anil Padhra
Associate Professor in Sustainable Aviation

Become aware of the main environmental challenges aviation is facing today - as well as the principal initiatives stakeholders in the industry are working on today.

Read more
Airlines
Airports
Environment & Sustainability
Dangerous Goods Regulations (DGR CBTA) 7.9 - Cabin Crew
  • New course
Course
€99.99
included with subscription
Aviator Airport Alliance
Ground Handling Services

Dangerous Goods training for cabin crew members (previously covered under Category 11)

Read more
Airlines
Dangerous Goods
Digital Customer Relationship Management Strategies to Boost Direct Sales - Practice
  • Online or On-site
Class
Tailored offer
Jörg Troester
Head of Corporate Strategy

Explore and optimize every stage of the customer journey to strengthen direct sales channels and generate additional revenue opportunities.

Read more
Customer Experience
Airlines
Sales & Marketing
Refuelling with Passengers On Board
  • Online or On-site
Class
Tailored offer
Baltic Ground Services
Ground Handling Services

Acquire essential skills for managing aircraft fuelling operations with passengers on board.

Read more
Airports
Airport & Ground Operations
Understanding Airport Operations
  • Video Course
Course
€99.00
included with subscription
Gordon Griffiths
Airport Management and Airline Operations Consultant

This course will provide participants with an understanding of the many aspects required in the processing of passengers transiting through an airport.

Read more
Airports
Airport & Ground Operations